Reservations Business Link Platform Policies

The following platform policies apply to the Reservations Business Link integration.

Merchant and service eligibility

Please read through the following merchants and services eligibility criteria before beginning an integration. If you have a specific use case that you think should be evaluated for an exception, please reach out to your Google business development contact.

Merchant eligibility criteria

For a merchant to be eligible for the Actions Center, they need to meet two main requirements:

Some criteria is industry-specific. For details on supported and unsupported services, see the following:

Supported services

The following services are supported:

  • Appointments
  • Reservations
  • Classes
  • Activities
  • Consults and evaluations
  • Sign-ups and trials

Unsupported services

The following services aren't supported unless functionality is explicitly identified in the vertical specific policy pages:

  • Services that are membership-based, subscription-based, or have recurring billing.

  • Services that require insurance, or have unique legal requirements, such as dentists, healthcare, childcare, or adult entertainment, or regulated goods or services such as medicine.

  • Services that take appointments for law firms or other legal services.

  • Services that are "on demand", "mobile-based", or "in-home" such as mobile haircuts, cleaners, or locksmiths, if the business offering the service is not part of the Google Guaranteed or Google Screened programs.

  • Services that require additional steps in the booking flow, such as the need to fill out a waiver to complete the booking, or contact merchants directly to complete the booking.

  • Services that require custom fields related to the user. This includes any fields beyond first name, last name, email address, and phone number. User addresses can also be requested by businesses that are part of the Google Guaranteed or Google Screened programs.

Supported Wellness and Fitness Services

The following wellness and fitness services are supported:

  • Consults and evaluations
  • Sign-ups and trials
  • Appointments
  • Reservations
  • Classes
  • Activities
  • Retreat center
  • Meditation
  • Reiki

Unsupported wellness and fitness services

The following wellness and fitness services aren't supported:

  • Any service provided by a covered entity or any other entity that handles protected health information, as such terms are defined under the Health Insurance Portability and Accountability Act (HIPAA) (or local legal equivalents)
  • In-home trainers

Supported spa and beauty services

The following spa and beauty services are supported:

  • Consults and evaluations
  • Sign-ups and trials
  • Appointments
  • Reservations
  • Classes
  • Activities
  • Massage
  • Spa
  • Hair removal

Unsupported spa and beauty services

The following spa and beauty services aren't supported:

  • Any service provided by a covered entity or any other entity that handles protected health information, as such terms are defined under the Health Insurance Portability and Accountability Act (HIPAA) (or local legal equivalents)
  • A stylist that comes to your workplace
  • Mobile spa services
  • Services where multiple individuals are operating out of a single shared space (such as booths that they rent)

Supported financial services

The following financial services are supported:

  • Services that are consultative in nature (Eg. "Mortgage consultation")
  • Non transactional oriented services

Unsupported financial services

The following financial services are not supported:

  • Services that have the intention of completing a transaction (Eg. "Open a new account" or "Complete a wire transfer")
  • Services that are stages of a transaction (Eg. "Signing of documentation for a loan")

Access criteria

Even within these approved categories we might block certain merchants. This is most likely for cases where the partner-provided appointment isn't what the user expects. We might hold our approval on those categories until we have an appropriate method to address the issue.

As we review new merchant categories, we reserve the right to include or exclude them as we deem appropriate. Our goal is to enable as many merchants as possible, if they fit our criteria. Not every merchant fits our criteria.

Supported Countries

The following table lists the countries supported by the Actions Center. This list is updated periodically, check back here to stay up to date.


  • Non-payments’ support include any reservation or booking that does not require payment to complete.
  • Accepting payments’ support indicates that payments may be accepted to reservations for merchants in that country.
Country Country Code Non Payments Accepting Payments1 2
Aland AX Supported Not Currently Supported
Andorra AD Supported Not Currently Supported
Anguilla AI Supported Not Currently Supported
Argentina AR Supported Supported
Aruba AW Supported Not Currently Supported
Australia AU Supported Supported
Austria AT Supported Supported
Bahrain BH Supported Not Currently Supported
Belgium BE Supported Supported
Brazil BR Supported Supported3
British Virgin Islands VG Supported Not Currently Supported
Bulgaria BG Supported Supported
Canada CA Supported4 Supported4
Cayman Islands KY Supported Not Currently Supported
Chile CL Supported Supported
Christmas Island CX Supported Not Currently Supported
Colombia CO Supported Supported
Cook CK Supported Not Currently Supported
Croatia HR Supported Supported
Curaçao CW Supported Not Currently Supported
Czech Republic CZ Supported Supported
Denmark DK Supported Supported
Estonia EE Supported Supported
Falkland FK Supported Not Currently Supported
Faroe Islands FO Supported Not Currently Supported
Finland FI Supported Supported
France FR Supported Supported
French Polynesia PF Supported Not Currently Supported
Germany DE Supported Supported
Gibraltar GI Supported Not Currently Supported
Greece GR Supported Supported
Greenland GL Supported Not Currently Supported
Guam GU Supported Not Currently Supported
Hong Kong HK Supported Supported
Hungary HU Supported Supported
India IN Supported Not Currently Supported
Indonesia ID Supported Supported
Ireland IE Supported Supported
Isle of Man IM Supported Not Currently Supported
Israel(*EN UI only) IL Supported5 Not Currently Supported
Italy IT Supported Supported
Japan JP Supported Supported
Latvia LV Supported Supported
Lithuania LT Supported Supported
Luxembourg LU Supported Supported
Malaysia MY Supported Supported
Malta MT Supported Not Currently Supported
Martinique MQ Supported Not Currently Supported
Mexico MX Supported Supported
Montserrat MS Supported Not Currently Supported
Netherlands NL Supported Supported
New Caledonia NC Supported Not Currently Supported
New Zealand NZ Supported Supported
Niue NU Supported Not Currently Supported
Northern Mariana Islands MP Supported Not Currently Supported
Norway NO Supported Supported
Panama PA Supported Not Currently Supported
Peru PE Supported Not Currently Supported
Philippines PH Supported Supported
Poland PL Supported Supported
Portugal PT Supported Supported
Puerto Rico PR Supported Supported
Russia RU Supported Supported
Saint Helena SH Supported Not Currently Supported
Saint Pierre and Miquelon PM Supported Not Currently Supported
Samoa WS Supported Not Currently Supported
San Marino SM Supported Not Currently Supported
Singapore SG Supported Supported
Sint Marteen SX Supported Not Currently Supported
South Africa ZA Supported Supported
South Korea KR Supported Not Currently Supported
Spain ES Supported Supported
Svalbard SJ Supported Not Currently Supported
Sweden SE Supported Supported
Switzerland CH Supported Supported
Taiwan TW Supported Supported
Thailand TH Supported Supported
Tokelau TK Supported Not Currently Supported
Turkey TR Supported Supported
Turks TC Supported Not Currently Supported
United Arab Emirates (*EN UI only) AE Supported Supported
United Kingdom GB Supported Supported
United States US Supported Supported
Uruguay UY Supported Not Currently Supported
US Virgin Islands VI Supported Supported
Vatican City VA Supported Supported
Vietnam VN Supported Supported
Wallis WF Supported Not Currently Supported

Notes and exceptions

  1. Accepting payments is subject to the Actions Center's payment policy.
  2. We recommend you check with the Actions Center support team prior to planning to launch payments in a country as there may be country specific requirements.
  3. CDF (Cadastro de Pessoas Físicas) or National Identification payments are not supported in Brazil at this time.
  4. For merchants and services that are operating in Quebec, all text must be localized in both English and French.
  5. For Israel, price must be in local currency (ILS). Item price must be in increments of 0.10 (eg. 50.10, 50.20, 50.30) and not be in other increments (eg. 50.12, 50.22).
  6. Financial Services is only allowed in US and CA.

Data Access, Ranking, and Termination

Overview of Actions Center data access

We collect information from our users when users submit reservation requests via Google. The information we collect may include contact and other transaction details. Our Privacy Policy provides more detail on the information we collect, why we collect it, and how users can update, manage, export, and delete user information. For purposes of fulfilling a user order or other user requests, we may share such information with the partner, to be used in accordance with the privacy policy. Usage metrics may also be shared with the partner and their merchants for the respective integrations.

We also collect data from our partners to enable their merchant services on the Actions Center. The information we collect includes merchant and service listings and descriptions, availability, location, pricing, and other information relevant to the service. We may use this information to improve Google products and services.


How provider ranking works

The Actions Center strives to create the easiest way to make appointments or reservations online and ensure a great end-to-end experience for users. Google works with reservation providers to achieve this goal.

When multiple restaurant reservation providers offer the same services for a given merchant, we present all partners to the users at the time of the booking, allowing users to select which reservations provider they prefer. The ordering of the partners is arbitrary. However, for other appointment services outside of restaurant reservations, only services from the first partner who sends us a matched merchant with appointment availability will be shown to users.

In order to avoid duplication of services offered via the Actions Center, specifically between End-to-End integrations, Redirect, and Business Link integrations, the Actions Center will remove some duplicative Place Actions links if End-to-End integrations from the same partners already exist. Some exceptions may apply to specific partners due to technical reasons.

How providers referral ranking works

Actions Center refers eligible Business Profile merchants to sign up with Actions Center partners when appropriate. The list of partners shown to each merchant may be limited to a subset that fit on screen and are randomized. Merchants can select an expanded view to see the full list of partners.

Grounds for termination

We will restrict, suspend, or (where a policy is violated) terminate a partner due to errors. Such errors may include high technical error rates, failing health checks, high booking server error rate, high latency, and poor data quality.

Partners can also be suspended from the platform if they are not adhering to a policy or have a significant number of merchants/services violating a policy. In such instances, we may disable the entire integration instead of on a service by service or merchant by merchant basis.

Content Quality Standards

Partners must maintain good merchant and service data quality content. The Actions Center may turn off the service, merchant, or integration if we find errors in the quality that would negatively degrade the user experience.

Merchant Name & Address

  • Merchant name must accurately reflect the legal business name the merchant is operating under.
  • Merchant address must accurately reflect the place in which the merchant conducts the service and holds ownership of (no booth renters).

Services Name & Descriptions

  • Service names must clearly indicate the type of services the user is booking.

  • Service descriptions must be descriptive, and accurately reflect the service the merchant is providing. The service description should not conflict or be duplicative of any other data in the integration.

  • Service name and localized_description must follow proper capitalization and punctuation per local grammar.

    • Full capitalization, use of emoji or emoticons is not allowed.
    • Use of vulgar or offensive language is not acceptable.
    • Not allowed in name or description:
      • Promotional content, URL, email address, or phone number
      • Payment method
  • Structured fields (e.g. cancellation_policy, price) should always be leveraged and should not be included in the name or description.

  • Services must be bookable by the general public. Services cannot require purchasing a membership, or belonging to an organization to book.

Partner Brand

  • Partner brand name must accurately reflect the legal business name the partner is operating under.
  • Partner logo must be the one that officially relates to the brand name.
  • Partner must not provide brand names or logos that could mislead end users of their relationship with the merchant.

Support and Maintenance Guidelines

The following guidelines apply to Support and Maintenance.

Integration Maintenance and Support

Partner is committed to the following support functions and standards:

  1. Emergency Alert and Emergency Technical Support: Partner will provide high priority support for technical issues which result in the integration being disabled or non-functioning, being degraded beyond service health expectations, greatly impacting the user experience, or any other emergency issue. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to and resolve any emergency issues within 1 business day.

  2. Non-Emergency Technical Support: Partner will provide standard support for non-emergency technical or production issues which do not disable the integration. To ensure a positive user and merchant experience, Partner will use commercially reasonable efforts to respond to any non-emergency issues within 2 business days.

  3. Post-Launch Integration Health: Partner's integration health should meet the following expectations such that the end user experience is not degraded.

User Support

Partner will provide the following support functions:

  1. Direct User Support: Partner will provide direct support to users who contact Partner regarding issues with a booking made via Partner.

  2. Google Escalated Support: Partner will provide support for situations where Google reaches out to Partner regarding a user issue (including, but not limited to: booking is not honored as described, the user has requested a refund, or user wishes to change/modify their booking).

Partner Takedown Reasons and Issue Descriptions

The Actions Center may disable your integration or inventory as necessary in order to maintain user expectation and experience. We will attempt to send a notification to you prior or at the takedown time and work with you to resolve the issue.

This following issue types describes the root causes of inventory takedowns and the associated policies and guidelines.

Partner unresponsive or SLA violation

This is encountered when the Actions Center team reaches out to your team with an issue (technical, user issue, data issue, etc.) and does not hear back within the time outlined in the Support and Maintenance Guidelines.

Alternatively, if the issues identified are not resolved within the timeline given, we may disable your integration. Once the issue is resolved and confirmed by our team, we will restore your integration. You can reach out to the partner support team with the email reference id you received for status updates or to inform us the issue has been resolved.

Relevant Policy: Support and Maintenance Guidelines

Unfulfillable by merchant

Any inventory offered on the Actions Center by a partner must be honored and fulfilled by the merchant as listed. If the merchant can not honor the service as listed, it is not eligible to be listed on the Actions Center. To resolve this issue, please work with your merchant to update the inventory to ensure it is accurate and that the merchant will honor any future bookings.

Relevant Policy: End-to-end Policy

Place Action policy violation

Actions Center requires that Place Actions link(s) must follow specific guidelines to ensure user and merchant expectation. For example, Place Actions link(s) must be actionable, lead to a dedicated landing page for specific merchants, and clearly denote that it is owned and operated by a platform provider.

Relevant Policy: Place Actions Policy

Pricing policy violation

The Actions Center requires that the price shown to the user is the ultimate price that they will pay (exclusive of any optional gratuity) and the cancellation and refund policies must be clear and accurate. Providing false, placeholder, or otherwise inaccurate information is not supported. Please work with your merchant to ensure that the values provided to the Actions Center are accurate and meet our Pricing Policies. Reach out to the partner support team once the issue is resolved.

Relevant Policy: Pricing Policies

Confusing or missing information

In order to ensure a great user experience, the Actions Center requires that all information is present and clear to the user. Partners should work with their merchants to ensure fields are accurately set and not conflicting.

For more information, review our Merchants and services eligibility criteria. Once you resolve this issue please reach out to the partner support team for review.

Relevant Policy: Merchants and services eligibility criteria, Data Quality Standards

Unsupported by integration

The Actions Center is only live in certain countries, merchant categories, and with specific feature sets. Please review our Merchants and services eligibility and the features currently supported by your integration to ensure you are only using those that are supported.

For example, if you have not completed an async integration, you can not offer async inventory. Please remove the unsupported portion of the inventory and reach out to the partner support team for a review.

Relevant Policy: Merchants and services eligibility criteria

Bad match or noncompliance of matching policy

The provided listing must be properly matched to the Google listing. Alternatively, if we don’t have sufficient information to ensure that the match is accurate, we will remove that inventory.

Please ensure that the match is in compliance with our matching policy. Once you take those steps please reach out to our partner support team for them to review.

Relevant Policy: Matching guidelines

Payments policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory requiring payment must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Payments Policies

Offers policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory with Offers must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Offers Policies

Online services policy violation

To ensure a consistent experience for consumers, merchants, and partners using the Actions Center, inventory for online services must adhere to the appropriate guidelines. Failure to adhere to these policies will lead to suspension of your inventory or integration.

Relevant Policy: Online services policy

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Last modified: October 22, 2021

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